What it is
Rules that let the agent do things
Actions and automations are how you tune AskSpot to your real processes. Custom instruction scenarios tell it how to handle specific situations, and conditional action rules let it change ticket state and route work – so the agent doesn’t just reply, it does the thing, and hands off cleanly when a human is needed.
Step 01
Write the instruction
Describe how to handle a situation in plain language – your playbook, in your words.
Step 02
Set the trigger
Choose when it fires – a condition on the conversation or the ticket.
Step 03
It acts
The agent performs the action – sets a status, routes the ticket, follows the scenario.
01 · Custom scenarios
Your exact playbook, for the tricky cases
Write named, store-specific instruction scenarios – like a custom order-cancellation flow – each with its own trigger and version history. The agent follows your process instead of a generic script.
- Plain-language scenarios for specific situations
- Each with its own “when to trigger” and version history
- The agent handles it your way, not a one-size-fits-all bot’s
spot spot02 · Inbox action rules
Change ticket state and route the work
In the inbox, each rule has a when-to-use condition, a plain-language instruction, and the actions to perform – set a status, route or tag a ticket – all versioned. Tickets that still need a human land in the right queue, already triaged.
- Condition → instruction → action, in one rule
- Sets status, routes and tags – filters spam automatically
- Escalations arrive triaged, with the right priority
03 · Real actions
Not just a reply – a result
The agent collects what’s needed to cancel or modify an order and forwards it for processing, filters spam, and moves work between teams – the difference between a generic FAQ bot and one that runs on your processes.
- Collects and forwards order cancellations and changes
- Filters spam and automates flow between teams
- Takes actions in connected systems, not only in the chat
spotWhy it matters
The line between an FAQ bot and a teammate
Answering is table stakes. What saves your team real time is an agent that follows your playbook and takes the next step itself – so the tickets that reach a person are already triaged, routed and half-resolved.
See it run on your processes
Book a demo and we’ll wire up a scenario and a rule from your own playbook.
Available in
The AI Chat & Inbox Agents
Custom scenarios run in both agents; the conditional action rules power the AI Inbox Agent’s ticket automation. Together they let AskSpot take real actions on the storefront and inside your helpdesk and marketplace inboxes.
spotProof
Agents that act, in real stores
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How 4FIZJO resolves 61% of customer chats with AI
AskSpot's AI Chat resolves 61% of 4FIZJO's 21,360 monthly chats with no human across 6 markets; its Inbox Agent auto-resolves 25% of email tickets.
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One AskSpot agent runs across Szopex's three storefronts – Sklep Biegacza, Warsaw Sneaker Store and SKStore – on three e-commerce platforms. 67% of chats resolved, 58% product CTR, 11.7% end in a purchase.
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See every story
Every merchant we have measured – what shoppers asked, what the agent did, and the numbers it moved.
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Testimonials
What our customers say
“The rollout took less time than we expected and did not require rebuilding our processes. The AskSpot team fit the solution to the way we work, not the other way around. We saw that flexibility at every stage, including when we raised feedback.
Before going live we tested the assistant on our own hardest questions and decided which cases it starts with. We are widening its scope step by step and still see room to grow. Repetitive questions no longer take up our advisors’ time, so they can spend it on the conversations that call for judgement and a human touch. Customers get accurate answers in the evenings and at weekends too, while our team’s working hours have stayed the same.”
“AskSpot has changed the way we look at customer support. Your technology lets us reshape Customer Support roles into agent trainers and communication specialists – people who safeguard correct, on-brand communication while continuously improving the agent’s effectiveness through monitoring and knowledge-base optimisation. Today we see CS as a forward-looking role.”
“AskSpot has become important support for Ogrodosfera in day-to-day customer service – it answers repetitive questions about products, delivery, payments and orders quickly, even outside our consultants’ working hours, and helps customers search a broad catalogue: from parameters and dimensions to assembly, use and choosing accessories. It takes routine contacts off the team, giving shorter response times, more consistent communication and a better customer experience in peak season. We treat AskSpot not just as a support-automation tool, but as part of developing customer experience and sales.”
“AskSpot enables us to provide superior support for Ariston customers at every stage – from pre-purchase advice to post-sale and service assistance. Equally important, Ariston benefits from the valuable insights AskSpot delivers about customer preferences, which help us continuously improve the customer experience.”
“We have been impressed by how AskSpot delivers a seamless experience for our customers while remaining incredibly intuitive for our own team to manage.
Beyond the ease of use, the detailed analytics and reports are of enormous value – they help us make better decisions around customer satisfaction. Behind AskSpot stands a team that puts innovation first and keeps developing the product to match changing business needs.”
“AskSpot is a revolutionary solution for us. We provide our customers with the key information they need instantly while simultaneously reducing the workload of customer service.”
See every testimonial
Read what the e-commerce teams who put AskSpot live say about working with it.
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FAQ
Actions & automations – questions answered
What’s the difference between a scenario and an action rule?
A custom scenario is a plain-language instruction for how to handle a situation (e.g. an order-cancellation flow), with its own trigger. An action rule – used in the inbox – is a condition plus an action the agent performs, like setting a ticket status or routing it. Both are versioned.
What actions can it actually take?
It sets ticket statuses, routes and tags tickets, filters spam, and collects the details needed to cancel or modify an order and forwards them for processing – plus actions in connected systems. It automates the flow, not just the reply.
Do I need to write code?
No – scenarios and rules are written in plain language with a simple “when to trigger” condition. It’s your playbook in words, not a script to program.
Can it place or change orders on its own?
For sensitive actions it gathers the details and forwards them for processing rather than acting unchecked – so cancellations and changes go through your normal flow, with the right controls.
Which products is it available in?
Custom scenarios run in both AskSpot agents; the conditional action rules power the AI Inbox Agent’s ticket automation. Both work across the platforms and support channels they connect to.